Senior Customer Success Manager

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

From the moment you wake up until you go to bed, think about the media you consume, the ads you see, the apps you use, the websites you browse, and the online shopping you do. Most likely, every interaction and experience was influenced by an Adobe product.

We have a fantastic opportunity for a Senior Customer Success Manager to join our team based in Madrid.

At Adobe, our Customer Success team is dedicated to delivering outstanding experiences and driving value for our customers. We achieve this through three core pillars: Partnership, Adoption, and Value Realization.

Our CSMs increase value and ROI in complex accounts by building partnerships, advising strategy, and collaborating with teams and customers to accelerate value.

As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.

What you’ll do

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
• Establish a comprehensive strategy for managing your account portfolio, ensuring that customers realize the maximum value and return on investment from their Adobe solutions and services.
• Account strategy planning and building clear success plans to increase solution adoption and usage, drive dedication, advocacy and minimize customer attrition
• Lead customers with industry expertise and standard methodologies on efficient utilization to meet their specific business objectives
• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the Europe
• Track accounts’ performance and lead critical blocking issues with clear execution plan and aim to get closure
• Provide thought leadership & industry expertise to the customer success organization, our clients and Adobe’s European Customer Success team

What you need to succeed

• Bachelor’s or Master’s degree or equivalent experience
• Experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered
• Strong experience in Digital Marketing Solutions and knowledge of the Adobe’s competitive landscape
• Proven efficiency in managing an account portfolio of large, global, sophisticated, and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
• Proven experience driving customer retention initiatives, achieving high retention rates and customer happiness (NPS)
• Strong communication skills (German and English)
• Tenacious, personable, high confidence and results oriented with a focus in exceeding client expectations
• Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations and the ability to collaborate effectively across different departments

At Adobe, you'll be immersed in an outstanding work environment that is recognized around the world.

Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

We strive to recruit the most qualified individuals and foster an environment where all employees are treated with respect and have equal opportunities. We value ideas from every level of our organization and look forward to hearing your next big idea.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.